“Like a waiter in a Michelin-starred restaurant, a service provider needs to strike the right balance between neglecting customers and being overly attentive.”
Executive Leadership Summit.
Customer Relationship Management (CRM) has a tendency of kicking in when a customer calls a CSP, equivalent to a diner calling for the waiter to complain about the service / meal. I imagine this doesn’t happen often at a Michelin-starred restaurant.
Your OSS / BSS suite should provide you with the information required to provide proactive customer interactions (eg proactive event notifications, service degradations, better product/service alternatives, etc). Similarly, your waiters (ie contact centre representatives) should have data readily available to respond to customer calls based on a simple customer or service ID search. The information should then be sufficient to identify a course of action/s, even if a problem is not immediately resolvable.
Is your CSP worthy of a Michelin star for service responsiveness?
If you’re a technologist (eg enterprise architect, developer, BA, tech PM, CTO, etc) who has been tasked with implementing significant technological and business transformation in
We’ve embarked on a journey of trying to plan for the future of OSS/BSS, not by predicting the future, but by seeking ways to be
Over the years, I’ve often referred to The Corkscrew Analogy or Momentum Spiral to describe a mindset of incremental improvement that’s needed to keep an
We’ve embarked on a journey of trying to plan for the future of OSS/BSS, not by predicting the future, but by seeking ways to be
Here at Passionate About OSS, we are exactly that – Passionate About OSS (Operational Support Systems). We’re also passionate about BSS, NMS, or any other names you call the tools that help to operationalise your network.
